Technical Support Engineering D & D

Overview

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

•    Response and Resolution: You own, investigate and solve customer technical issues. You collaborate within and across teams, leveraging troubleshooting tools and practices.
•    Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge. 
•    You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
•    Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Qualifications

Required Qualifications: 
Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience 
     OR 3+ years of technical support, technical consulting experience, or information technology experience      OR equivalent experience

Language Qualification
English Language: fluent in reading, writing and speaking.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role.  These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Preferred Qualifications:

Minimum 5+ Experience in one or more of these areas desirable:
 
Automated installation of WindowsUser Profile management
Windows Update management
Kerberos and delegation
Bitlocker administration    
Windows Shell configuration and management
Windows Activation, Licensing
Remote Desktop Services configuration and management
Clustering
Printing configuration and management
Resilient Storage technology (clustering, storage spaces)    
Server management tools
Hyper-V management and VM deployment
Application installation and management
Windows backup and VSS
PowerShell scripting 
Active Directory topology and management
Network Tracing and analysis
Public Key Infrastructure (PKI) deployment, management
Remote File Systems (SMB)
Group Policy management
DNS deployment, management
Troubleshooting hangs and crashes in Windows    
Network Virtualisation (Hyper-V, SDN)
Troubleshooting performance issues using PerfMon and other tools

Strong Experience in following technologies: 
•    Installation configuring / OS Upgradation & troubleshooting Windows 2008, Windows 10, Windows 2012 and Windows 2016 in standalone and server environment.
•    OS installation setup phases.•    Windows patching / Windows servicing - "windows update" - Troubleshooting patching issues manually & via windows update, plus point if candidate knows CBS architecture & components.
•    Windows activation - understanding and troubleshooting windows activation client/server and KMS (Key management service) - setup / configuration and troubleshooting as well.
•    Bitlocker / MBAM - Basic knowledge of Bitlocker i.e. how does it work, command line parameters and troubleshooting Bitlocker issues. MBAM basic knowledge on setup and configuration, troubleshooting issues in MBAM.
•    MDT / WDS - Basic knowledge on MDT / WDS it's functionality and troubleshooting scenarios.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.